Search Travel Market Report

cruise planners
mainlogo
www.travelmarketreport.com
  • News
  • Tours & Packages
  • Cruise
  • Hotels & Resorts
  • Destinations
  • Retail Strategies
  • Niche & Luxury
  • Well-Being Travel
  • Training & Events
  • Who We Are
    • Anne Marie Moebes
    • Brian Israel
    • Dan McCarthy
    • Denise Caiazzo
    • Marilee Crocker
    • Paul M. Ruden
    • Dori Saltzman

Cranky Concierge Thrives on Air Travel Problems

by Maria Lenhart / April 18, 2014

While many leisure agents would just as soon not handle the air portion of their clients’ travel arrangements, Brett Snyder of Cranky Concierge has built an entire business doing just that. 

Flight arrangements, flight monitoring and even helping clients manage their frequent flyer awards are all among the central services offered by the Long Beach, Calif.-based agency. Snyder, a former airline employee and author of a popular blog called Cranky Flyer, founded the agency in 2009. 

“I was getting a lot of advice questions from people reading my blog, so I began to think of how I could make a living from this,” he said. “I realized that I could charge for personal assistance.”

Flight monitoring
Named by Condé  Nast Traveler as a top travel specialist for three years in a row, Snyder, who calls himself Chief Airline Dork, heads a team of three employees and four part-time independent contractors, most of whom are also former airline employees.  

While Cranky Concierge handles air, hotel and car bookings for clients, its top-selling service is flight monitoring for passengers who have already booked a flight.

Here’s how it works. The travelers gives his or her flight information to the agency, which then assigns the client a flight concierge to track possible delays. The concierge emails the client regarding weather and flight delays, offering advice alternate flight options as needed.

What it costs
The cost for flight monitoring, for up to four people on a flight, is $15 one-way for domestic flights and $30 one-way for international flights.

A higher level of service called Urgent Assistance includes an array of around-the-clock services, such as rebooking flights and hotels when a flight is delayed or cancelled. The service costs $150 one-way for up to four people on a flight.

Repeat customers are assigned to the same concierge whenever possible, Snyder said.

A ready market
Snyder has found a ready market for his services, both among frequent and occasional flyers. “When I started the business, I had assumed that elite flyers wouldn’t need as much help, but the reality is that they do,” he said.

In building its client base, Cranky Concierge relies on referrals from existing clients as well as travelers who discover the agency through the Cranky Flyer blog or on Google.

Cranky Concierge agency also has a division serving small businesses with 30 employees or less. (See sidebar.) The business travel division is the agency’s fastest-growing segment and now accounts for slightly over 50% of its business activity.

 “We have been very fortunate to have grown the business organically from the start,” Snyder said. “We don't do any advertising, primarily because we don't want to grow too quickly.  

“Having a high-touch business like ours requires growing slowly to avoid messing up the service delivery.”  

Frequent flyer help
Cranky Concierge also provides assistance for clients who want to get the optimum usage out of their mileage points.

Services include finding the most direct routings using the fewest miles, reviewing all possible airline partner options, assistance with using multiple airline mileage programs, and investigating upgrade opportunities and options for combining money with miles.

Working with other agents
Cranky Concierge frequently works with travel agents who would rather not handle their client’s flight needs but want to give them access to such assistance, Snyder said.

“I have travel agents and tour operators coming to me who say, ‘I hate air. Can you help?’

“We work with them in a variety of ways. Sometimes they simply refer the client to us for flight monitoring and the client pays us directly. Some agencies will pay us for the cost; how they bill the client is up to them.”

When it comes to client referrals, Cranky Concierge’s relationship with other agencies is often a two-way street.

“When a client comes to us and wants something out of our realm, say a high-end trip to Italy or other tailored vacation, we’ll refer them to an agency we’re connected with,” Snyder said.

  0
  0

MOST VIEWED

Brought To You By
  1. Federal Mask Mandate on Planes and Public Transportation No Longer in Effect
  2. How Is the War in Ukraine Affecting the European River Cruise 2022 Season?
  3. European Union Will Drop Its Mask Mandate for Travel Next Week
  4. Despite CDC News, Masks Still Required at New York Airports
  5. 5 Client Types You Can Immediately Disqualify for a Virgin Voyages Cruise
  6. Trivago Hit With Massive Fine from Australian Federal Court Because of “Misleading” Conduct

MOST EMAILED

Brought To You By
  1. European Union Will Drop Its Mask Mandate for Travel Next Week
  2. Federal Mask Mandate on Planes and Public Transportation No Longer in Effect
  3. How Is the War in Ukraine Affecting the European River Cruise 2022 Season?
  4. Japan Could Reopen to North Americans Next Month
  5. 5 Client Types You Can Immediately Disqualify for a Virgin Voyages Cruise
  6. Advising Clients in a Maskless Travel World
TMR Subscription

Subscribe today to receive daily in-depth coverage, analysis of industry news, trends and issues that affect how you do business. Subscribe now for free.

Subscribe to TMR

TMR Recommendations
Daniel Zim
Zim Travel Law, PLLC. Demystifying Complexity with Down to Earth Advice. Attorney Advertising.
hbar
Rodney Gould
Rodney E. Gould concentrates in travel and tour-operator litigation and regularly counsels travel-related entities worldwide.
hbar
Tom Carpenter
Carpenter Law Office - Representing clients in the travel and tourism industries. Attorney Advertising.
hbar
Top Stories
Who Is the Ideal Virgin Voyages Client?
Who Is the Ideal Virgin Voyages Client?

Some psychographics, demographics and group types that will help you narrow down which of your clients are most likely to love the Virgin experience. 

Read...
Why Facebook Groups Are So Important for Travel Advisors
Why Facebook Groups Are So Important for Travel Advisors

Travel advisor Facebook groups have become an invaluable resource and source of support for advisors, especially during Covid. But there are pitfalls.

Read...
How to Future Proof Your Travel Agency
How to Future Proof Your Travel Agency

A three-pronged approach to business stability. 

Read...
5 Client Types You Can Immediately Disqualify for a Virgin Voyages Cruise
5 Client Types You Can Immediately Disqualify for a Virgin Voyages Cruise

These are the five client types who would NOT enjoy a Virgin Voyages vacation. 

Read...
Travel Advisors Talk Problems—and Solutions—at TMP West 2022
Travel Advisors Talk Problems—and Solutions—at TMP West 2022

Here's what advisors said when asked about the problems they faced over the past two years, and their possible solutions.

Read...
Agency Executives to Advisors at TMP West: Time to Own Your Value
Agency Executives to Advisors at TMP West: Time to Own Your Value

The opportunities for travel advisors have never been greater. 

Read...
TMR Outlooks
Multi-Gen Outlook
Distribution Outlook (1)
New to Cruise Outlook
Expedition 2020
Wellness Outlook
River Cruise Outlook 2019
View All
Advertiser's Voice
https://img.youtube.com/vi/V4p9g8_GIls/0.jpg
Video: How Do Travel Advisors Settle on a Niche?
About Travel Market Report Mission Editorial Staff Advisory Board Advertise
TMR Resources Webinars Calendar of Events
Subscribe to TMR
Select Language
Do You Have an Idea Email
editor@travelmarketreport.com
Give Us a Call
1-(516) 730-3097
Drop Us a Note
Travel Market Report
71 Audrey Ave, Oyster Bay, NY 11771
News|Leisure Travel|Land Vacations|Cruise|Canada Retail Strategies|Well-Being|Luxury|Training
© 2005 - 2022 Travel Market Report, an American Marketing Group Inc. Company All Rights Reserved | 243 South Street, Oyster Bay, NY, 11771 USA | Telephone (516) 730-3097| Terms and Conditions
Cookie Policy Privacy Policy